New features of the next version – SIRTA

It’s now possible to request a reservation for a metropolitan trip (outside Montréal).

Four new sections have been created on SIRTA, and you must use these sections to reserve metropolitan trips:

Under “Request for occasional transportation,” two new sections have been added:

“Create a one-way trip – Metropolitan”

“Create a round trip – Metropolitan”

Under “Request for regular transportation,” two new sections have been added:

“Ask for a one-way trip - Metropolitan”

“Ask for a round trip - Metropolitan”

Metropolitan trips are not immediately approved and will be under “Requests for trips in progress” while the STM processes the request and confirms the trip; all within 48 hours or less. However, be assured that if you book a trip for the next day, it will always be confirmed before 6 pm the day before that trip.

You can make a metropolitan reservation before noon for a trip the next day.

Also, under the metropolitan trip request sections, you can use the “Search addresses” feature to search a metropolitan address. Metropolitan public places, your favourite addresses and your metropolitan trip history are also available.

If you are travelling by minibus only, you must contact the reservation centre at 514-280-8211 option 1.

You can now cancel several trips in batches by using the trash can icon (cancel trips by batch). You must have at least one trip scheduled to access this icon.

Since October 15, 2019, your vehicle’s estimated arrival time is displayed under the welcome message. The time is displayed 30 minutes before the start of your window of arrival and updated every two minutes, based on the vehicle’s geolocation. For customers using a screen reader, the message will be read when you connect to the page and when the estimated arrival time is updated.

In rare cases where we experience a computer system disruption, this estimated time cannot be updated based on the vehicle’s geolocation, a situation that we are still unable to convey to our customers.

The following are a few examples of times displayed during a disruption.

This anomaly can be for the following reasons:

1. A cancellation by the previous customer caused the estimated time to jump ahead to a much earlier time in your window of arrival or to the start of your window of arrival.

Note that the system will never allow a time earlier than the start of the window of arrival to be displayed.

Example: For a window of arrival of 10:00 to 10:30 a.m., no expected arrival time before 10:00 a.m. will be displayed.

2. A GPS or computer system disruption can result in the estimated arrival time not being updated for a certain period.

Once the service is restored following the disruption, the time may jump ahead or be pushed back considerably, since the geolocation, customer cancellation or customer addition data will be updated.

3. A trip change can cause this type of anomaly.

Example A delay can push your estimated arrival time past the end of your window of arrival. However, if an STM employee finds another vehicle to offset the delay, the expected arrival time will jump ahead.

This anomaly can be for the following reasons:

1. A last-minute addition to the schedule can result in your trip being pushed back to a much later time in your window of arrival.

Example Your trip is planned for the beginning of your window of arrival. Fifteen minutes before the start of your window of arrival, we add a customer before you, while still respecting your window of arrival. It is therefore possible that your trip is now expected for the end of your window of arrival.

2. A vehicle was changed.

Example The vehicle designated for your trip breaks down and we have to find another vehicle. The estimated time displayed will suddenly change to a much later time based on the new vehicle’s geolocation.

3. A GPS or computer system disruption can result in the estimated arrival time not being updated for a certain period.

Once the service is restored following the disruption, the time may jump ahead or be pushed back considerably, since the geolocation, customer cancellation or customer addition data will be updated.

It may be the result of one of the following:

1. The driver arrives at or near the destination; however, for various reasons, he does not pick up the customer right away.

This type of situation occurs when the vehicle is very close to the address (for example, at a business right next to your address) or when the previous customer is very close (100 m or less). The GPS indicates that the vehicle has arrived, although that is not exactly the case.

2. A GPS or computer system disruption can result in the estimated arrival time not being updated for a certain period. If you check the time during a disruption, it may be incorrect.

If a disruption lasts a long time, the original expected time is displayed. For a customer with a window of arrival of 10:00-10:30 a.m. and an expected time of 10:00 a.m., SIRTA will display 10:00 a.m., since we will not have received any geolocation information because of the disruption.

If the disruption is recent, the estimated arrival time displayed on SIRTA is the last updated time based on the geolocation information.

Example A trip is originally planned for 10:00 a.m. (window of arrival of 10:00-10:30 a.m.). At 9:44 a.m., the expected time is now 10:05 a.m. However, a GPS disruption occurs at 9:45 a.m. The time displayed will remain 10:05 a.m. from the time the disruption occurs (9:45 a.m.) until it is over.

You can print or export your list of upcoming trips in Excel format (under “My schedule for the next 7 days”) by using the “Export my trips for the next 7 days” tab.

A new section allows you to “Update my profile and mobility aids.” This sends a request asking our customer service to update your profile. Customer service will contact you if you want to update your mobility aids. Your request will be processed within 5 business days.

A new section called “Request my trip history” allows you to request that customer service send you a printed history of your trips by email or regular mail. You can request a maximum history of up to two years. Your request will be processed within 5 business days. Additional time may be needed if you selected “mail” as your transmission mode.

Restrictions during bad weather conditions will now be directly applied in SIRTA (for example: you will be given the opportunity to reserve on SIRTA outside peak hours during a snowstorm day).

Shortcuts for “Create a one-way trip” and “Create a round trip” have been added after the login page and to the “Reservation confirmation” page.

The date of the most recent welcome message update is added at the beginning of the message, so you avoid re-reading a message you have already seen.

A regular trip’s end time is now displayed for your trips in the section « My regular transportation schedule ».

Accessibility

Universal accessibility has been a major focus over the past year — for example, browsing with a screen reader and time field display in 24-hour format in English and French.

We are continuing to work with a group of user representatives to identify ways to improve the next SIRTA update.

Making a reservation for a new address

You can make a reservation for a new address on the Island of Montréal.*

A link to Google Maps lets you view the chosen address to make sure it’s the right one.

Trips to public places where luggage is accepted, as arranging the necessary space for luggage involves manual handling.

Trips with a travel companion using a mobility aid.

Trips with a mobility aid that is not in the user’s file.

Make sure you check your destination’s hours before reserving.

A few clicks to reserve

Avoid waiting on the telephone at any time with SIRTA. You can request regular transportation or an occasional ride, and view all confirmed trips for a 7-day period. You don’t know SIRTA yet? Go to stm.info/ta and take a look at the videos. An agent can also coach you when you make a reservation for the first time. Call either customer service at option 4 or the reservation desk at option 1 to ask for someone. One of our staff member will call you back to assist you with SIRTA.

How to use SIRTA

Have you tried the online reservation system yet ? No need to wait any further, it’s so convenient.

Permanently cancelling regular transportation

Questions/Answers

The estimated arrival time is recalculated every two minutes, based on your vehicle’s geolocation. Depending on events that can happen on the road, the estimated arrival time may be adjusted during the minutes before you board. It is therefore a good idea to check your vehicle’s arrival time in SIRTA as your window of arrival draws nearer.

It seldom happens, but the estimated arrival time could be incorrect due to a technical vehicle geolocation problem or if something happens along the way. This means the estimated arrival time could be temporarily advanced or delayed. In all cases, customers are responsible for being ready and at the pick-up point during their vehicle’s 30-minute window of arrival.

Exceptionally, your trip may momentarily be adjusted by the Transport adapté control room. The window of arrival remains unchanged. However, if your estimated arrival time is not displayed again within a few minutes, you can contact the customer contact centre for more information.

It’s rare, but sometimes your vehicle’s estimated arrival time may be updated further to an exceptional situation such as a problem with GPS coordinates or a route change as your vehicle’s makes its way to you. The new time shown after this kind of update may be considerably before or after the time that was initially shown.

A pilot project for SIRTA

To provide you with the best possible service, we carried out a pilot project over the winter. Exceptionally, SIRTA remained open for next-day reservations, even during periods of restriction. This allowed SIRTA users to reserve their trips online and reduced wait times on our phone line.